Tickets deleted.

[Francisco Navarro]

hello community,

I need your help. we find x number of tickets that apparently either never existed or were deleted without having a record of the latter.

The project is on ticket-oriented JSM for RFC requests. these tickets are created by the requester through the portal created for this task.

Could these tickets have been created in the ticket queue construction stage, created directly in the project and that is why there was no record by email as happens when doing it from the portal? What else could have caused this?

[Trudy Claspill]

What is your evidence that the tickets may have existed previously?

What is your evidence that they don't exist now?

If you have an issue key for such an issue, if it has been moved to another project Jira will automatically redirect you to the issue in its new location.

It is possible that the original JSM project (or the new project, if they were moved) Issue Security has been implemented such that the issues are not visible to all users.

If the issues have been deleted, there will be no evidence that they ever existed and they can only be recovered from a backup. For this reason it is recommended that the ability to delete issues be granted only to senior Jira Administrators.

[Francisco Navarro]

thanks for your answer Trudy,

when creating a ticket through the help portal, a verification email arrives; this has not helped to find evidence of the existence of the "deleted" ticket. They are generally tests or tests that were created to test the functionalities of the project in JSM.

The option that the project has been moved by having the email mentioned before has already been ruled out. What situation can cause jumps in the numbering of tickets? Many of the tickets not found are in the middle of 2 that do exist with evidence of it.

Example: I have ticket WCM-1234 (which exists) and then I have the following found in WCM-1240. There are 6 tickets in the middle that are not found.

[Trudy Claspill]

The Confirmation Email sent to the ticket submitter should've included the Issue Key for the newly created issue.

In that project, are there people who have the Delete Issue permission? If so, then any of those people could've deleted the issue. Jira does not automatically audit the deletion of issues, so there will not be a record of that action. To audit that in the future there are third party apps that you can add to provide that auditing, or you could use Automation to send email or make annotation elsewhere about issue being deleted.

It is strongly recommended that you limit the permission for Delete Issue to only you most trusted users or Jira Administrators, if you must allocate that permission at all. It is a better practice to deny that permission to all users and instead have such issues set to a done/closed status with a Resolution value indicating their irrelevance.

To check if the issue has been moved, in the search field near your avatar at the top of the screen type in one of the "missing" issue keys. What happens?

If that issue was created and then moved to another project and

- you have permission to browse the project and

- no Security Level has been set to prevent you from seeing the issue,

then typing the "original" key into the search field should take you to the issue under its new key.

Generally speaking gaps in issue keys are caused by the moving of issues from one project to another or the deletion of issues. There are a few other less common ways that jumps can occur, such as using the CSV import function to force the setting of an imported issue to a specific number.

[Mikael Sandberg]

Even if the requests were created via the preview (this only works if the request type has already been added to a portal group) or via the Create button they should show up in the project. If you do not see them in any of your current queues you could create a new one that shows all your requests.

Next I would check your project permissions to see who have access to delete issues. This should be limited to a small group so accidental deletions are prevented.

[Mikael Sandberg]

Also check if someone moved the requests to a different project, an easy way to check that is if you have the issue key for the request that is missing, you can then enter it in the search bar to see if the issue is found.